Job Title: Zonal Service Manager Department: Service Location: North Reports To: National Service Manager / Head – Customer Support Company: SLTL Group Website - www.sltlmedical.com About SLTL Group SLTL Group (Sahajanand Laser Technology Ltd.) is a global pioneer in the field of industrial laser solutions. With innovation at our core, we deliver advanced solutions across laser cutting, marking, welding, engraving, and medical devices. We aim to empower industries through technology and create enduring value for our clients. Position Summary The Zonal Service Manager will lead and oversee all post-sales service operations within the assigned zone. This includes managing customer satisfaction, installation & commissioning of equipment, preventive & corrective maintenance, and leading the service team to ensure high-quality support, uptime, and operational efficiency. Key Responsibilities Team Leadership: Lead, mentor, and manage a team of service engineers and support staff within the zone. Establish performance metrics and monitor individual and team KPIs. Customer Support: Ensure prompt resolution of customer complaints and technical issues. Drive initiatives to improve customer satisfaction (CSAT/NPS). Service Operations: Oversee installations, preventive maintenance, breakdown support, and annual maintenance contracts (AMCs). Monitor service call closure timelines and ensure SLA adherence. Coordination & Planning: Coordinate with cross-functional teams including Sales, Production, and R&D for smooth project execution. Plan resource allocation for field visits and service schedules. Reporting & Documentation: Maintain accurate service records, reports, and compliance documentation. Analyze recurring issues and propose long-term solutions. Training & Development: Conduct training programs for internal teams and clients on machine operation, safety, and troubleshooting. Qualifications & Experience Bachelor’s Degree/Diploma in Engineering ( Electrical / Electronics / Mechatronics). 5–12 years of relevant experience in industrial machinery or capital equipment servicing. Minimum 3 years of experience in a leadership or managerial role. Skills Required Strong technical understanding of laser machines or capital industrial equipment. Proven team management and leadership abilities. Excellent problem-solving and customer-handling skills. Good command of written and spoken English and local language. Proficient in CRM tools, MS Office Suite, and service reporting systems. Ability to travel extensively within the zone. Why Join SLTL Group? Be part of a pioneering technology-driven organization. Work with industry-leading products and clients. Dynamic and collaborative work culture. Continuous learning and growth opportunities. Show more Show less